December 15, 2017In response to [redacted] and [redacted]'s complaint, ID #[redacted], we maintain these facts. On November 22, 2017 [redacted], and only [redacted], signed an adoption contract to adopt a dachshund named Dean. She had met Dean prior to this date, where she then submitted an...
application to adopt him. In the contact, which we have attached, the very first item states that for a refund the dog must be returned within three (3) days. Not only did Mrs. [redacted] sign the contract, she also initialed the line where it states the refund policy. No one at our facility is authorized to state anything other than what the contract states. Also, included in the contract it mentions several times that we do not guarantee the temperament or behavior of the dog, We can only represent how they behave at our facility. Dean was readopted a couple days after he was returned and he is doing just fine in his new home, with no issues whatsoever. When she contacted us concerned with his behaviors, we advised that we do have a behavior consultant at our facility that we would be more than willing to do a training session in their home. We also realize that not every dog is a fit for every home, and offered the opportunity to return the dog at that time. That was within the refund time frame and they would have received a refund promptly. They decided to try to make it work, without benefit of training, and ended up returning him outside of the refund policy. We still at that time offered that while they could not receive a cash refund, we would still let them look for another dog that may be a better fit. Unfortunately, they were unhappy with that and still felt that the contract that [redacted] signed meant nothing and they should receive a refund. In their complaint they state that this violation of their contract is their fault by not reading the fine print, but you can clearly see by looking at the contract that it is not fine print but it is the first thing listed in the contract and she also initialed next to it. She also states that there are a lot of bad reviews about our trainer online, which we feel is defamatory. We did our own search online and found some negative reviews that took place before we purchased the business in 2013. If you look at the reviews, aside from theirs, on our Facebook page..you will find that we have 98% positive reviews for the rescue and for our trainer. The responses that she received to her complaint on Facebook were not by our friends, but by people who have adopted from us. We tried everything we could do, inside the scope of our contract, with Mrs. [redacted] and unfortunately could not satisfy her. They were very unhappy about the refund policy and went online posting bad reviews everywhere, yet neglecting to state that she signed and initialed a legal binding contract. We apologize for their unhappiness and wish we could've matched them with another dog. If needed, we can supply professional references from many upstanding veterinarians, trainers, rescues and adopters in the area. We adopt out over 600 dogs a year and rarely have anyone unsatisfied. Please contact us at ([redacted]Sincerely,Kristi P[redacted], Business ManagerSouth Hills Pet Rescue and Rehabilitation Resort
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The contract was not the issue. We accepted that we lost our money and to be honest, if the owner had just expressed in a kind way that her hands were tied due to the contract we signed, we would have been completely fine with that. The issue was that the woman who owns the company hung up on both of us, spoke to my wife in a very disrespectful way, and texted threats to both of us. I can provide screenshots for these threats if the Revdex.com wishes to see them. She texted me (I did not text her first, I was going to drop the whole thing at that point and brush it off) saying she knew people in my family that she was going to talk to about us and that she would poorly review my wife's tattoos (even though she has never gotten a tattoo from my wife or been in her shop). I told the owner after she had said the threats that it was no way to run a business and she had told me that until I run a business I have no idea what I'm talking about. Very rude the entire time we dealt with her. I don't really care if she has a million people praising her name and her business, that is no way to talk to a customer who experienced an issue. After we complained and told her about the rough time we were having in our lives, only then did she offer another animal. At that point we no longer wanted anything to do with her business and denied it. I do admit I was a little short with her on the phone, but only because my wife had called me crying because of the way she was treated on the phone. This is unacceptable in my opinion.
Regards,
[redacted]
December 15, 2017In response to [redacted] and [redacted]'s complaint, ID #[redacted], we maintain these facts. On November 22, 2017 [redacted], and only [redacted], signed an adoption contract to adopt a dachshund named Dean. She had met Dean prior to this date, where she then submitted an...
application to adopt him. In the contact, which we have attached, the very first item states that for a refund the dog must be returned within three (3) days. Not only did Mrs. [redacted] sign the contract, she also initialed the line where it states the refund policy. No one at our facility is authorized to state anything other than what the contract states. Also, included in the contract it mentions several times that we do not guarantee the temperament or behavior of the dog, We can only represent how they behave at our facility. Dean was readopted a couple days after he was returned and he is doing just fine in his new home, with no issues whatsoever. When she contacted us concerned with his behaviors, we advised that we do have a behavior consultant at our facility that we would be more than willing to do a training session in their home. We also realize that not every dog is a fit for every home, and offered the opportunity to return the dog at that time. That was within the refund time frame and they would have received a refund promptly. They decided to try to make it work, without benefit of training, and ended up returning him outside of the refund policy. We still at that time offered that while they could not receive a cash refund, we would still let them look for another dog that may be a better fit. Unfortunately, they were unhappy with that and still felt that the contract that [redacted] signed meant nothing and they should receive a refund. In their complaint they state that this violation of their contract is their fault by not reading the fine print, but you can clearly see by looking at the contract that it is not fine print but it is the first thing listed in the contract and she also initialed next to it. She also states that there are a lot of bad reviews about our trainer online, which we feel is defamatory. We did our own search online and found some negative reviews that took place before we purchased the business in 2013. If you look at the reviews, aside from theirs, on our Facebook page..you will find that we have 98% positive reviews for the rescue and for our trainer. The responses that she received to her complaint on Facebook were not by our friends, but by people who have adopted from us. We tried everything we could do, inside the scope of our contract, with Mrs. [redacted] and unfortunately could not satisfy her. They were very unhappy about the refund policy and went online posting bad reviews everywhere, yet neglecting to state that she signed and initialed a legal binding contract. We apologize for their unhappiness and wish we could've matched them with another dog. If needed, we can supply professional references from many upstanding veterinarians, trainers, rescues and adopters in the area. We adopt out over 600 dogs a year and rarely have anyone unsatisfied. Please contact us at ([redacted]Sincerely,Kristi P[redacted], Business ManagerSouth Hills Pet Rescue and Rehabilitation Resort
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The contract was not the issue. We accepted that we lost our money and to be honest, if the owner had just expressed in a kind way that her hands were tied due to the contract we signed, we would have been completely fine with that. The issue was that the woman who owns the company hung up on both of us, spoke to my wife in a very disrespectful way, and texted threats to both of us. I can provide screenshots for these threats if the Revdex.com wishes to see them. She texted me (I did not text her first, I was going to drop the whole thing at that point and brush it off) saying she knew people in my family that she was going to talk to about us and that she would poorly review my wife's tattoos (even though she has never gotten a tattoo from my wife or been in her shop). I told the owner after she had said the threats that it was no way to run a business and she had told me that until I run a business I have no idea what I'm talking about. Very rude the entire time we dealt with her. I don't really care if she has a million people praising her name and her business, that is no way to talk to a customer who experienced an issue. After we complained and told her about the rough time we were having in our lives, only then did she offer another animal. At that point we no longer wanted anything to do with her business and denied it. I do admit I was a little short with her on the phone, but only because my wife had called me crying because of the way she was treated on the phone. This is unacceptable in my opinion.
Regards,
[redacted]